I was recently forced into buying a new 8Theme – Classico license, because I couldn’t get support for the developer-bought license already associated with our website. I bought the new license, and one of your support team members updated my theme and activated the license for me…very much appreciated.
The website was fine yesterday…today we have a big problem. My site containers have changed, my slider images no longer fit in their container, fonts have changed, buttons have disappeared, colours have changed. This is a big problem. Clients visiting my site will be very unimpressed.
Please help me fix this quickly.Site URL: hidden Theme version: 2.9.2
What changes did you do after the update? Do you have a backup of the site before these changes to restore it? Because we did not remember your home page in detail to change content back.
I made no changes after the update. The day following the 8Theme update by the support team, everything was fine. The following day, the issues I listed in my original topic post appeared.
It’s obvious that the Revolution Slider we had as part of the 8Theme previously was deactivated and replaced with a different plugin, Slider Revolution. This is the message I received by the support person…which isn’t accurate. I’ve also included the ftp access credentials in the private content area.
With the updated theme and associated plugins, with restoring a backup attempt to revert to the previous version of the theme and plugins?
You don’t need to do any other actions. We have activated the license. You are able to submit topic on our support forum anytime https://www.8theme.com/forums/classico-wordpress-support-forum/
Regards 8theme Ltd.
Quality WordPress and Magento Themes
Please don’t take any action regarding a backup or further changes to the site from your end at this point. We’re going through and painstakingly editing aspects bit by bit.
Let me know once we need to start the update. And also provide access WP Dashboard and FTP of both sites: staging and the production one.
Don’t bother. I managed to go through and manually apply any necessary changes. As tedious as it was to do it this way, it was much less tedious than dealing with support during this entire process.
The theme broke my site initially when it received an update that caused the mobile menu to stop working. Then I couldn’t get support for it, because my previous developer purchased the theme for our site…although she gave me the license code, support was refused.
Then I purchased a new license, and support helped to install the new version, which was great…until the care wasn’t taken to ensure that my site didn’t break further. The theme is great when it works, but I’m very unimpressed by the lack of support when it broke and the lack of ownership over potential detriment to a small business.
Throughout this process of your theme breaking my site TWICE, you managed to get second license purchase out of it. The bottom line must be pleased.
When you buy theme on ThemeForest you get 6 or 12 months of the support period and our support team is able to answer all your questions about theme settings, fix the bugs if you face them https://themeforest.net/page/item_support_policy
If your support expired you need to renew it.
When you bought theme from 8theme you got the unlimited support period.
We provide support on the support forum and if you contact us using emails you may face some delay with answering because we use emails not just for support but for all the conversations with the partners, presale questions etc. So, we always ask to contact us using the support forum if you need fast and helpful answer.
We are very sorry that you faced any inconvenience while trying to update our theme!
We are ready to help you with update even if it’s not included in our support according to support policy https://themeforest.net/page/item_support_policy
We don’t think that you should have problems if you don’t edit theme files by yourself after theme update. So, if you want to proceed, please, create staging site again, let us to update the staging site, check if everything is ok during some period and then we’ll be able to update the production site. Of course, you will need to do the backup of all your files and DB before the production site update just in case.
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